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Article
Publication date: 24 July 2007

M. Palani Natha Raja, S.G. Deshmukh and Subhash Wadhwa

The purpose of this paper is to describe research which compared quality awards and the selection of criteria for assessing health care processes quality status, in private sector…

4090

Abstract

Purpose

The purpose of this paper is to describe research which compared quality awards and the selection of criteria for assessing health care processes quality status, in private sector health care institutions in India.

Design/methodology/approach

A comparison of quality awards was performed and criteria were selected for assessing health care processes quality status. The relationships in the model, as measured by the instrument, was the work's main objective. Using the Malcolm Baldrige National Quality Award, European Foundation for Quality Management and Kanji Business Excellence Model, common factors were extracted to measure the quality perceptions of health care organizations and to measure the relationships among the quality dimensions. The sample selected for this study comprised healthcare stakeholders.

Findings

As a result of respondents' knowledge, data provide unique insights into the relationships among the dimensions that compose quality in healthcare organizations. Principal component analysis was used to identify relationships among service quality dimensions in the developed quality framework. Specifically, the relationship between leadership, resource measurement, people management, process management and customer satisfaction.

Originality/value

The research shows that developing a measurement instrument is an important step in assessing an organisation's actual or perception of quality and assessing customer's perception is one way to improve service quality.

Details

International Journal of Health Care Quality Assurance, vol. 20 no. 5
Type: Research Article
ISSN: 0952-6862

Keywords

Article
Publication date: 19 May 2021

Kaja Bantha Navas Raja Mohamed, Palaninatha Raja M., SharmilaParveen S., John Rajan A. and Ranjitham Anderson

The purpose of this paper is to determine the major influencing factors for the COVID 19 patients’ satisfaction with a six sigma framework model and to explore the successful…

883

Abstract

Purpose

The purpose of this paper is to determine the major influencing factors for the COVID 19 patients’ satisfaction with a six sigma framework model and to explore the successful deployment of six sigma in the health-care sector a case study on COVID 19 patients’ satisfaction.

Design/methodology/approach

The study is based on a descriptive research design conducted in Chennai, India between May to July 2020 wherein 1,000 COVID 19 patients were studied. The convenience sampling method is used by the researcher for data collection. In this research paper, define-measure-analysis-improve-control methodology has been applied and factors such as assurance, process standardization, infrastructure, waiting time, cost were analyzed using quality function deployment (QFD), regression analysis and Monte Carlo simulation.

Findings

The applied six sigma model indicated that process standardization contributed the most toward the variation in COVID 19 patients’ satisfaction. Assurance by doctors is the second important factor. The interpersonal quality is important, which indicates a higher level of psychological needs in COVID 19 patients. Waiting time is another important factor influencing COVID 19 patients’ satisfaction. One of the unexpected findings is that cost is insignificant in influencing COVID 19 patients’ satisfaction.

Originality/value

Six Sigma focuses on process variation improvement that encourages data analysis and problem-solving statistical techniques and evaluates the ability of a process to perform defect-free. Six sigma focused toward COVID 19 patients’ satisfaction has not been carried out, which this paper has done.

Details

International Journal of Lean Six Sigma, vol. 12 no. 4
Type: Research Article
ISSN: 2040-4166

Keywords

Article
Publication date: 10 July 2009

Víctor Reyes‐Alcázar, Belén Sotillos‐González and Antonio Torres‐Olivera

The purpose of this paper is to develop and describe the symbolic value of quality awards as a key indicator of recognition that public organizations have reached in the scope of…

829

Abstract

Purpose

The purpose of this paper is to develop and describe the symbolic value of quality awards as a key indicator of recognition that public organizations have reached in the scope of quality management and continuous improvement.

Design/methodology/approach

The paper provides a description of the evolution of the three series of healthcare quality awards that have been held to‐date in one of the biggest regions of Europe: Andalusia.

Findings

Theoretical analysis of an instrument conceived as an institutionalised way of recognizing quality assurance initiatives in the Andalusian Public Health System. At the same time, the article focuses on the importance of using a reference model to ensure that the process of assessing the projects is systematic and rigorous and therefore stands as a guarantee of transparency within a public administration.

Research limitations/implications

The ultimate outcome is dependent of the geographical context and the behaviours and perceptions of people that have participated as assessment panels.

Practical implications

The conceptual framework provides guidance on what methodology is used to assess the quality projects (process to allocate projects to assessment panels and assessment criteria required) in a complex healthcare system. It serves as a managerial framework to enhance the continuous improvement in all health‐related services.

Originality/value

The paper contributes to create a structured debate between researchers and healthcare leaders regarding the assessment criteria to evaluate healthcare quality projects.

Details

Leadership & Organization Development Journal, vol. 30 no. 5
Type: Research Article
ISSN: 0143-7739

Keywords

Article
Publication date: 4 August 2022

Grid Rangsungnoen

The Baldrige criteria for assessing business performance excellence (BCPE) suggests a relationship among seven self-assessment categories. The purpose of this paper is to take an…

442

Abstract

Purpose

The Baldrige criteria for assessing business performance excellence (BCPE) suggests a relationship among seven self-assessment categories. The purpose of this paper is to take an in-depth look at the BCPE by testing the causal relationship among categories grouped into four basic dimensions – driver triad, work core, outcomes, and brain centre. Identifying meaningful interrelationships for leaders helps them transform their organisations to achieve performance excellence.

Design/methodology/approach

A systems perspective supports system mapping for understanding meaningful interrelationships among dimensions and mediating factors affecting business performance excellence. A 35-item questionnaire designed to measure seven categories of the BCPE (version 2022–2023) was administered to export and import (EXIM) businesses across Thailand. Valid responses (n = 290) were analysed through SPSS and AMOS via structural equation modelling (SEM) to test the hypotheses and explore the influencing factors.

Findings

A strong systems perspective focus is essential for high organisational performance. The result reveals that all seven BCPE categories are significantly linked. In addition, mediation analysis (taking selected mediators) proved hypothesised cause-and-effect relationship as significant. The results demonstrate that the brain centre plays a crucial role in driving business success promulgating its influence within the model.

Research limitations/implications

This study provides the necessary backgrounding in systems perspectives confirming that the BCPE premises on a set of four basic dimensions: driver triad (leadership, strategy, and customers category), work core (workforce and operations category), brain centre (measurement, analysis, and knowledge management category), and outcomes (results category). These four dimensions define the essentials of an integrated management system. Further, the study shows that measurement, analysis, and knowledge management directly influenced customer focus, the highest coefficient path among the criterion in the Baldrige framework. This is the critical driver in predicting performance outcomes via meaningful feedback.

Practical implications

From a managerial point of view, the structured system management framework proposed provides a specific guide for the alignment in quality management, which can change its practice in business management and award assessment. The results evidence a significant relationship among driver triad, work core, brain centre, and outcomes to propose a form of system management. The findings help award examiners or business practitioners provide system mapping for evaluation – i.e. how well organisations meet their goals and how best to prepare feedback reports to applicants that paint meaningful pictures.

Originality/value

This study promotes a systems perspective when approaching business performance excellence, whereas other studies provide evidence to individual relationships. Moreover, the examined interrelationship among dimensions – driver triad, work core, outcomes, and brain centre – provide novel system mapping to guide managers, practitioners, or award examiners in evaluating quality management practice.

Details

The TQM Journal, vol. 35 no. 7
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 15 July 2020

Prachi Verma, Satinder Kumar and Sanjeev K. Sharma

Use of technology for quality healthcare services has developed into a new field known as “e-Healthcare services.” Healthcare providers often judge their quality of services with…

854

Abstract

Purpose

Use of technology for quality healthcare services has developed into a new field known as “e-Healthcare services.” Healthcare providers often judge their quality of services with consumer satisfaction. With e-Healthcare services, consumer satisfaction is influenced by the quality of healthcare services provided and the demographic characteristics. The purpose of the present case study is to recognize the important predictors of quality, which are significant for consumer satisfaction with e-Healthcare services by using Zineldin's 5Qs model. It also aims to find the strength of association among the predictors of consumer satisfaction and the demographic characteristics of the respondents.

Design/methodology/approach

A questionnaire-based study was conducted at a public (PGIMER, Chandigarh) and a private hospital (Fortis Hospital, Mohali) of Punjab, India, from February 2018 to March 2019. The structured, closed-ended questionnaire, to be marked on a 1–5 point Likert scale, was adapted from Zineldin's 5Qs model and was distributed to the respondents sitting in the waiting halls of the selected hospitals. The respondents comprised of both the patients and their attendants who were aware of e-Healthcare services and were using them.

Findings

The analysis identified quality of interaction, quality of hospital atmosphere and quality of object to be the key predictors of consumer satisfaction with e-Healthcare services. The results reveal a strong association between different demographic characteristics and overall consumer satisfaction with e-Healthcare services.

Practical implications

The results suggest that improvements in the quality of interaction, quality of hospital atmosphere and quality of object may result in higher consumer satisfaction with e-Healthcare services. Working on the identified dimensions of quality will help the e-Healthcare providers in identifying functional problems of e-Healthcare services and developing improvement strategies, which will also result in better health and quality outcomes. The results of this study will help the e-Healthcare providers in better segmentation of e-Healthcare consumers based on their demographic characteristics and in developing better marketing strategies.

Originality/value

This paper focuses on the quality of e-Healthcare services only and attempts to identify the quality dimensions, which leads to the satisfaction of e-Healthcare consumers. The identified quality dimensions will help in designing better e-Healthcare services and framing policies. It also highlights the association of demographic characteristics with important quality dimensions.

Details

International Journal of Health Care Quality Assurance, vol. 33 no. 6
Type: Research Article
ISSN: 0952-6862

Keywords

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